Director, Customer Success Data Engineering

Role Overview

Toast is seeking a data leader to serve as the technical authority for Customer Success (CS) data. This role will own the strategy and execution of CS data modeling initiatives, redesigning the CS data model to support dashboards, reporting, operational metrics, and AI systems. You will be embedded within the CS organization to understand business problems and translate them into data architecture decisions. You will lead a team of two senior data and analytics engineers.

What You’ll Do

Data Architecture & AI Data Strategy

• Own the redesign of the unified CS data model, integrating data from Care, CX, Enablement, CSS teams, and source systems like the contact center platform.
• Define and execute the AI data strategy for CS, determining how AI accesses, queries, and interacts with the data model, focusing on predictability and consistency.
• Build and maintain a robust documentation layer for AI data access.
• Develop a framework for determining when AI is the appropriate tool versus traditional data approaches, pushing back when necessary to maintain reliability.

Platform & Pipeline Development

• Lead data integration for the contact center platform migration, ensuring clean, well-modeled contact data.
• Design and optimize pipelines for analytics, reporting, and AI/ML use cases.
• Establish testing, monitoring, and alerting as standard practice for CS pipelines.

Leadership & Cross-functional Partnership

• Manage and mentor two senior data and analytics engineers, building a high-performance team.
• Serve as the primary data architecture partner for CS analytics and operations leaders.
• Collaborate with peers in CS analytics, enterprise data infrastructure, finance, and business technology on KPIs, data lineage, and governance.
• Represent CS data interests in enterprise governance forums.

Enablement & Governance

• Ensure CS data is accurate, accessible, and trusted.
• Maintain a shared KPI dictionary, data lineage map, and self-service analytics framework.
• Establish clear SLAs for data delivery and processes for ongoing data quality monitoring.

What We’re Looking For

Required Qualifications

• 10+ years of experience in data platform, data modeling, or analytics engineering roles, with at least 3 years in leadership.
• Experience designing data models with AI consumption in mind, considering retrieval vs. pre-calculation trade-offs and documentation as infrastructure.
• Hands-on experience with modern data stack tools (Snowflake, dbt, or equivalent), including building or maintaining a semantic layer.
• Track record of treating pipelines like software (automated tests, schema validation, monitoring, reviews).
• Proven ability to diagnose and redesign systemic data quality and architecture problems.
• Strong cross-functional communication skills to translate complex data decisions for non-technical stakeholders.

Preferred Qualifications

• Experience in Customer Success, SaaS, or customer-facing operational analytics.
• Familiarity with Snowflake and modern orchestration frameworks (dbt, Airflow).
• Background skewed towards data modeling and transformation.
• Experience with BI tools and dashboarding.
• Familiarity with real-time data streaming technologies (Kafka, Kinesis).

Who Will Thrive Here

• Individuals energized by greenfield work and building new systems.
• Those comfortable with a lean team structure and ready to grow a function.
• Professionals with the judgment to advocate for the right use of AI, including knowing when not to use it.
• Builders who can translate strategy into implementation decisions.

Compensation

• Zone A: $217,000—$347,000 USD
• Zone B: $188,000—$301,000 USD
• Zone C: $170,000—$272,000 USD

How Toast Uses AI in its Hiring Process

Toast uses AI tools to support recruiters and interviewers with tasks like note-taking and summarization to allow them to focus on the candidate's conversation. All hiring decisions are made by people.

Our Approach to Hybrid Working

Toast embraces a hybrid work model that fosters collaboration while valuing individual needs, aiming to build a strong culture of connection.

Diversity, Equity, and Inclusion

Toast embeds DEI into its culture, embracing diversity with authenticity, inclusivity, respect, and humility to create equitable opportunities.